Average Reviews:
(More customer reviews)"I'm Sorry to Hear That..." is an indispensable reference guide that should be at arm's reach of every health care provider and staff member in hospitals, medical practices, and home health agencies everywhere! Baker and Bank offer stellar advice on dealing with a broad range of complaints typically made by patients and family members that, if followed, will help to calm people's emotions, identify and attend to their needs, and improve relationships in the process. Rather than shoot from the hip and say or do things that make problems worse, providers and staff members can refer to the book for more than 300 "best" responses that Baker and Bank offer for the 101 most common complaints. It's concise, easy-to-use, and packed with wisdom. I plan to recommend this book as a "must-have" resource for all of my clients.
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From the patient's perspective, a complaint about healthcare or service is an urgent statement of fact. "I am here where I don't want to be", "I am frightened and unsure what will happen next", "I put my trust in you, and now something is wrong", "How can I be sure I will be okay?"When you respond to a patient's complaint, you are responding to the patient's sense of helplessness and anxiety. The service recovery scripts offered in this book can help you recover a patient's confidence in you and your organization. "I'm Sorry to Hear That.." Real Life Responses to Patients' 101 Most Common Complaints About Health Care provides you with: More than 300 responses you can choose from when patients complain about billing, service quality, their environment, your colleagues and communication. A training resource for staff education programs. A fast way to help new staff members feel comfortable responding to complaints. A tangible tool provided to staff to demonstrate your organization's commitment to service excellence. Suggested wording that can be incorporated into written responses to patients. Ideas that you can use today to respond to the 101 most common complaints about health care. Authored by Susan Keane Baker and Leslie Bank
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